Case Study: Marriott Claim Services achieves $13M net benefit and superior claims efficiency with Ventiv Technology’s iVOS

Marriott - Customer Case Study

Marriott Claim Services, which self-insures and self-administers claims for more than 100,000 employees across 700 U.S. locations, needed to maintain top-tier cost-efficiency and service quality while meeting strict KPIs for timeliness, claimant satisfaction and claim outcomes. To support these goals Marriott partnered with Ventiv Technology, using Ventiv eSolutions and the iVOS claims administration system as the platform for modernizing intake and claims workflows.

Ventiv Technology implemented and continuously developed iVOS (including a 2012 rollout of online incident reporting), enabling faster, more accurate reporting and stronger property accountability. The program delivered measurable impact: $13 million total net benefit, $5 million net savings directly from iVOS, an average $3.5 million annual net benefit, about 7% average annual productivity improvement, and a 400% ROI on the online reporting initiative (four times implementation cost), while improving timeliness and claim-handling quality—outcomes Marriott credits in part to its ongoing partnership with Ventiv and account manager Faith Goodman.

Marriott

Steve Perroots

Senior Director, Claims Services